Reading Fault Notes and Viewing Engineer Status Version 1

1. Reading Fault Notes and Viewing Engineer StatusVersion 1

2. Contents What’s in this User Guide? P3 – Version Control P4 – Logging In P10– Reading BT Wholesale Notes P13 - View Engineer Status and Notes

3. Version Control

4. Logging In Step 1: Logging In • Go to www.btwholesale.com • Enter your Username and Password • Click ‘Login’

5. Logging In • Step 2: Accessing the journey • Once logged in, you’ll be taken to Business Zone. • If you aren’t taken to Business zone, you’ll need to you speak with you Administrator • To access the new journey: • Click ‘Raise or Track a fault’

6. Checking your Fault Status 1 2 Step 2: Search for your fault • A pop up box will appear asking to enter BT Fault, Customer, Service Reference or Directory Number • 1) Enter the Service ID (normally a BBIP or BBEU) or the Directory Number • 2) Click on magnifying glass icon

7. Checking your Fault Status Step 2: Search for your fault We’ll confirm if we’ve been able to find an open fault against the reference you have provided. If there is an open fault, it will be displayed under the Fault Reference tab

8. Checking your Fault Status 1 Step 2: Search for your fault 1) Click on the Fault Reference Number

9. Checking your Fault Status 1 Step 3: Viewing the fault details • 1) Click ‘View details’

10. Reading BT Wholesale Notes

11. Reading BT Wholesale Notes Step 4: Reading BT Wholesale notes Screen scroll on the Fault Details page

12. Reading BT Wholesale Notes 1 2 Step 4: Reading BT Wholesale notes Under the ‘Fault Progress Updates’ section you can view the notes sent by BT Wholesale If you want to view older notes, click on ‘View More’

13. View Engineer Status and Notes

14. Engineer Status 1 2 • Step 5: Engineer Status • If your fault has an Appointment booked or a Non-Appointed engineer visit you can view the status of the engineer visit by using ‘View My Engineer’ and ‘Supplier Notes’. • 1) View My Engineer – Only becomes available to view when the current status (under the Fault Progress Update section) shows ‘Trouble Report Accepted’ or confirms an appointment has been booked. • 2) Supplier Notes – You can view the engineering notes following an appointment

15. Engineer Status Step 6: View My Engineer Once you’ve clicked in the ‘View my Engineer’ link, a pop up box will appear. This gives you the status of the engineer visit along with the engineer’s name and telephone number should you need to contact them.

16. Engineer Status 1 Step 7: Supplier Notes 1) Click ‘Supplier Notes’

17. Engineer Status 1 2 3 Step 7: Supplier Notes 1) Supplier Details – gives you the status of the engineer task. 2) Appointment details – provides the appointment date and time 3) Supplier Notes – shows you the notes added by the engineer on completion of the appointment